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We put a report together for Amazon showing what has happened and if approved, they will allow us to keep the payment as if the item had not been returned and t

We put a report together for Amazon showing what has happened and if approved, they will allow us to keep the payment as if the item had not been returned and then they are now supposedly putting customers on a three-strike system where Amazon will potentially cancel their account for repeated misbehaviour. This does not scale. It also isn’t worth it for low margin or low cost items. While it’s nice to hear this brand has a positive experience with Amazon, my experience as a third-party brand much lower down the totem pole is Amazon seldom investigates or respects such reports, and inevitably sides with the customer. ‘Customer delight’ is the dogma they preach 24/7, even though customers make mistakes or sometimes commit fraud.

vladvasiliu 4y ago
It doesn't scale if you do it for every item, but it can work as a deterrent, as in people may think twice about it if they know they can end up in court over some stupid item. Also, as an honest customer, I absolutely hate to receive a clearly used / defective / wrong item when ordering new. Sure, Amazon will accept my return and send me a new one, but I still have to go through the hassle of sending it back and waiting for the new one. There's nothing delightful about that. Making it not worthwhile to engage in shady returns is actually beneficial to "customer delight".